Customer Service Manager

Mariam Qayum

**** ********* ****** ( MANTECA, CA 95337 ( 209-***-**** (

abklti@r.postjobfree.com

Education

SAN JOAQUIN DELTA COLLEGE - 300 SAN JUAN ROAD STOCKTON, CA 95336

Enrolled since August 2006 - Present

. Major: Business Administration, Focus in Human Resource & Psychology

SIERRA HIGH SCHOOL - 1700 Thomas Drive Manteca, CA 95337

Graduated June 2006

. Honor Roll Student

. Journalism Editor/Chief

Skills

PROFICIENT WITH Care committee treasurer with Training & Development

MICROSOFT WORD, EXCEL Pyramid Hotel Group for two

AND POWER POINT years Performance Management

Proficient with global Multitasking Organizational

reservations systems Development

such as PMS (Property Six years or excellent customer

Management System) and service skills HR Policies & Procedures

MARSHA

Knowledgeable with SFA, a

Excellent ORACLE data based

communication skills software

Professional Experience

MARRIOT HOTEL - PLEASANTON, CA

A worldwide operator and franchisor of a broad portfolio of hotels and

related lodging facilities

Human Resource Assistant (temporary) (February 2009 - present)

Recruited as a Human resource assistant in guiding the startup and

management of a full spectrum of HR operations, systems and programs.

Worked with senior manager to create HR policies and procedures; create

group benefits databases; training and incentive programs. Manage leave-of-

absence programs and personnel records; administer benefits enrollment and

program and handle HR generalist workplace issues.

Key results:

< Answer all calls forwarded to Director Of Human Resource when on

vacation

< Recorded and responded to all voice mails

< Reduced benefits costs by 15% annually through meticulous

recordkeeping and ensuring that company did not pay for benefits for

which employees were ineligible.

< Provided new employees with drug screening tests and tax forms

< Made ID cards for all new employees

< Answered current employee health and benefit questions

< Spoke with Dentist/Doctors of employees regarding medical insurance

issues and handled all employee discount requests relating to the

hotel

< Filed employee information such as personal and benefit records

< Organized office and kept all information confidential#

Group Housing Coordinator (August 2008 - Present)

Employed as Group housing coordinator responsible for keeping the occupants

of the hotel happy by booking rooms in advance and to help make sure all

their needs are met. Was also responsible for fostering a healthy and happy

relationship among the occupants.

Key Results:

< Booked rooms in advance for groups booking rooms from a range of

facilities from conference rooms to wedding halls

< Maintained reservation system by keeping the system free of

reservation errors

< Communicated with hotel clients about their reservations/ future

booking using Microsoft Outlook by sending, receiving and replying to

client's emails.

< Completed a group tracking report daily (Record group reservation into

history)

< Completed a transient tracking report daily (Track all reservations

made day by day)

< Forecast Reports completed weekly (forecast hotel occupancy for

employee scheduling)

< Set up billing for clients

< Worked closely with hotel sales managers and general manager

< Loaded rates into global reservation system regularly

Front Desk Clerk (April 2008 - August 2008)

Employed as Hotel front desk clerk making room reservations, providing

information and services to guests and receiving payment for services.

Key Results:

< Maintained an inventory of vacancies, reservations and room

assignments

< Registered arriving guests and assigned rooms

< Answered enquiries regarding hotel services and registration by

letter, by telephone and in person, provided information about

services available in the community and responded to guests'

complaints

< Compiled and checked daily record sheets, guest accounts, receipts and

vouchers using computerized and manual systems

PBX / At Your Service Agent (January 2008 - April 2008)

Recruited as a 'At your service agent handling all phone calls both

internal and external for the purpose of looking after the wellbeing of the

hotel guests.

Key Results:

< Operated telephone switchboard station in order to answer telephone

calls

< Process guest requests for wake up calls, screening calls, and other

requests related to placing or receiving telephone calls

< Advised guests of any messages (e.g., voicemail, mail, faxes) received

for them, and send to room if required

< Answered, recorded, and processed all guest calls, requests,

questions, or concerns

< Logged all guest requests or issues into computer, contacted

appropriate individual or department (e.g., Bell person,

Housekeeping), and followed up with guest to ensure their request had

been met to their satisfaction

< Reported accidents, injuries, and unsafe work conditions to manager

< Set up Fed Ex shipments for lost and found

< Provide information to guests about room features, property

amenities, and local areas of interest. Assist guests with accessing

the internet

Professional Experience (continued)

. STAPLES INC. - MANTECA, CA

Is the world's largest office supply store

Copy & Print Associate (April 2007 - February 2008)

Primarily responsible for providing customer service, consistent with the

Copy Promise standards. Identifying current and potential customers and

partnering with store management to offer a total solution designed to meet

customer's needs. Provide an inviting environment for the customers by

maintaining a neat and clean area, including producing accurate and timely

copy and print orders. Performed other related job duties as assigned by

store management.

Key Results:

< Provided customer service

< Took customer orders for copy and printing needs

< Set up a pick up time for customers

< Made business cards

< Designed invitations

< Set up Orders for customers with special needs outside of store

< Assisted customers using printers in self service area

< Designed posters

< Made brochures

< Made image corrections

< Photoshop

< Set up UPS shipments

< Advised customers about types of papers

INTERLINK HOME LOANS- Hayward, CA

Interlink Home Loan Inc is a private company categorized under Mortgage

Brokers Arranging for Loans, Using Money of Others

Receptionist (August 2005 - March 2006)

Acted as liaison between clients and bank personnel, performed basic

clerical duties, and imparted a professional impression on the general

public. Also was required to perform a mix of administrative work, basic

banking tasks and have a high degree of customer service.

Key results:

< Answer all phone calls

< Take messages

< Make appointments

< Call clients for marketing opportunities

< Greet clients

< File

< Organize offices

References

MARRIOTT HOTEL & RESORT

STAPLES INC

Geoffrey Mason, Director of Sales & Marketing Juan Lopez, Store

Manager

11950 Dublin Canyon Road, Pleasanton, CA 249 Commerce

Avenue, Manteca CA

Zip code 94588

Zip Code: 95336-5061

Telephone: 925-***-****

Telephone: 209-***-****

Interlink Home Loans

1837 Whipple Road, Hayward, CA

Zip code: 94554

Telephone: 510-***-****

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